Hi I need help resetting my password for Facebook. I am logged in on my computer but not on a new cell phone. I cannot reset the password as...

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Customer

Hi I need help resetting my password for Facebook. I am logged in on my computer but not on a new cell phone. I cannot reset the password as there seems to be a glitch with Facebook. I got the codes from my trusted contacts but Facebook tells me I am trying too often to reset, even though I waited 24 hours.

Last updated
Ferdinand Aquino
Technician

Hello and welcome to ExpertHelp.com! My name is Ferdinand Aquino and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Facebook nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Last updated
Ferdinand Aquino
Technician

Hi Lauren,

Thank you for waiting!

Does your computer not ask for a password when you go to Facebook?

Are you running on Windows or a MAC computer?

Posted
Customer

Hi

Posted
Customer

I a, using a MAC for desktop.  I have it set so I don't need to use a password to log in on my desktop

 

Posted
Ferdinand Aquino
Technician

Can we do a screenshare on your computer?

this way we can check if we can view the password you saved on it before?

Posted
Customer

Yes, please!

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Customer

Hi it is asking for a support key 

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Ferdinand Aquino
Technician

ok use this support key 801188079

 

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Ferdinand Aquino
Technician

***-***-****

 

Posted
Ferdinand Aquino
Technician

Expert Notes:

Call customer / the account is experiencing some bug when changing her password.

Assisted customer in sending a Facebook request about log in issue and advised to moniter her email within 48 hour for any Facebook response.

agreed with a call back after 2 days.

Posted
Customer

HI Ferdinand- I can't seem to find the email I thought I sent to FB about this.  Can you please tell me the email address again, and I will resend.  Can you also tell me again how I should word the email to best describe the problem?

Thanks and we can touch base next week

Posted
Ferdinand Aquino
Technician

Hi Lauren, Its not an email addres but a Facebook report page.

Here it is

https://www.facebook.com/help/contact/ ***-***-**** 83890

 

Posted
Customer

Oh no wonder I couldn't find it! lol 

Well, they didn't respond.  Not sure how to proceed...

Posted
Ferdinand Aquino
Technician

hi Lauren,

I got your message.

Try processing the Trusted friends again.

They should be getting a different codes from here on so do not use the same codes.

Let me know how it goes.

Posted
Ferdinand Aquino
Technician

Dear Lauren, It was a pleasure helping you with your Facebook issue today. Here is a summary of the resolution.
Issue identified :

Account will not reset the password
Solution Implemented :

Call customer and Assisted in checking the password thru facebook recovery

The account was started with no email and a phone number that is not verified and the account has bug on it in requesting for Password changed

Customer has decided to start a new Account since the request that we did has no response to it.

Answer Accepted

If issue resurfaces in next 30 days, come back to this Question page and let me know. If you are unable to find your way back to this Question page or if you have billing questions, please contact our customer support either by email (s**t@experthelp.com) OR call us at ***-***-****

Posted

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